Midtown Shangri-La Hangzhou

10/10

Exceptional

07 Jan 2026

Jerry

Service was excellent

Friends_and_family Family

10/10

Exceptional

26 Dec 2025

Soh Mei

Location is great. Staff are polite and nice.

Leisure Self

10/10

Exceptional

23 Nov 2025

Pauline

Walking distance to the adjacent mall. A very comfortable stay.

Leisure Family

8/10

Excellent

11 Oct 2025

Hon Peng

Convienient and clean

Leisure Family

10/10

Exceptional

28 Sep 2025

Zachary

Good stay.

10/10

Exceptional

28 Sep 2025

ang

Nearby to night market and shopping mall. Great location.

Friends_and_family Family

10/10

Exceptional

25 Sep 2025

Kumar

Good size room and great service

Business

10/10

Exceptional

20 Jun 2025

Yingshi

Mike 张 is excellent!

Leisure Family

10/10

Exceptional

18 May 2025

Teo

Best hotel

2/10

Poor

28 Apr 2025

Man Choi

The hotel wasn’t bad. But our experience was terrible. It was because one day morning when we went out of our room (no. 1034) we found a group of monks was having religious ceremony in a room next to the main corridor and we quickly realized someone was dead in that room before. That was so awful and made our trip much less enjoyable.

Leisure Family

10/10

Exceptional

20 Apr 2025

Wenxun

很喜欢

10/10

Exceptional

18 Apr 2025

Wenxun

Great!

10/10

Exceptional

18 Apr 2025

catriona

Central hotel

The hotel is centrally located with great access to restaurants and only a 10-15 min walk from west lake. It was clean and comfortable. Breakfast was lovely with plenty western options.
It is attached to the merry shopping centre which is really handy also and a good landmark making the hotel easy to find.

Partner

10/10

Exceptional

28 Feb 2025

Truc

Good choice

8/10

Excellent

14 Jan 2025

anil

Their credit card machine wont work for some reason, although i just prepaid the room a few hours before. Room was good. Did not try the Breakfast as i left early for the train station.

Business Self

8/10

Excellent

13 Jan 2025

WEI LIN

I will be back !

Leisure Family

10/10

Exceptional

02 Jan 2025

Francis

Great location. Surrounded with shopping, restaurants and day/night life activities. Facilities were awesome too.

Leisure Friends

10/10

Exceptional

27 Nov 2024

Chunfeng

No1

Leisure Family_with_children

10/10

Exceptional

28 Oct 2024

Baisong

great location and facility for business travel.

Business

10/10

Exceptional

27 Oct 2024

Geaik Theng

Amazing hotel.

The hotel was amazing with comfort and cleanliness. Very nice rooms with big bathroom. Although was only a 2 night stay, it was really an experience. Thank you.

Friends_and_family Family

10/10

Exceptional

12 Oct 2024

Hanbing

Slightly dated but very clean and well maintained still. Absolutely great location, steps away from famous night market and walking distance to West Lake. Staff are nice and helpful.

Leisure Family_with_children

8/10

Excellent

28 Sep 2024

CHOONG HIOK

Staff are friendly and helpful

Business_and_leisure Family

10/10

Exceptional

06 Jul 2024

Jian

This hotel is clean with great breakfast.

Leisure

8/10

Excellent

22 Apr 2024

Varsha

After much research, I chose this hotel due to location: it does not disappoint in this regard. It’s connected to a shopping wall and is in an area with lots of dining options and it’s a beautiful walk to west lake.
The room itself is okay. It is a bit dated but comfortable.
However, I was very disappointed with the concierge and their inability to communicate with English guests as on two occasions, we booked a taxi and showed them the location translated into Chinese and we were dropped at the wrong location. Due to this, we missed the impression light show two nights in a row and also lost our money spent on tickets.

Leisure Partner

10/10

Exceptional

12 Mar 2024

Jiewei

Convenient location and easy to walk around.

Leisure Family

10/10

Exceptional

07 Jan 2024

Wiltven

Friendly service received from Jane Zhang

Leisure Family

2/10

Poor

20 Dec 2023

FENG

We paid extra for a Lake View to only see the back of a buildings parking lot—there is no lake view. On top of that, hotel does not feel like a 5 star hotel and the hotel receptionist staff is not professional.

Leisure Family

8/10

Excellent

24 Jun 2023

Mo

All is great. The only thing is the check-in process is very slow with a long line of customers waiting. The receptionists seem to be unskilled with their computers.

10/10

Exceptional

18 Jun 2023

ZHOU

Stay well, comfortable, safe

Business

10/10

Exceptional

21 May 2023

Jianyu

Great location, friendly staffs at horizon club

Leisure Family

10/10

Exceptional

24 Jul 2021

john

Great place to stay.

Liked all of it, very nice place.

Friends_and_family Family

8/10

Excellent

23 Dec 2019

Enid

The hotel is excellent. Location is desirable. The staff is very friendly and helpful.

Partner

10/10

Exceptional

23 Nov 2019

Verified traveler

The Room was very nice
The lobby of the hotel is nice and location of the hotel is excellent
Staff are very friendly

Business

10/10

Exceptional

03 Oct 2019

Wai Kuen Bonnie

Excellent service and location

The location is excellent and easy access to the city center and the lake as well.
The service is great as the staffs are very helpfuland friendly. We upgraded to the Horizon club and the food n drink are excellent. The people are friendly and I would like to praise Strong Zhuang who has been very helpful during our stayed.

Partner

10/10

Exceptional

13 Sep 2019

Ruolin

Tasty breakfast and nice club lounge access

The club lounge on the top floor is good for happy hour and casual chat. Breakfast is tasty and great!

Friends_and_family Family

8/10

Excellent

09 Sep 2019

Woon Kiat

An enjoyable stay in Hangzhou. Location is good. Hotel is next to the famous scenic West Lake.
With shopping & life style Mall, Kerry Center by the side, it's so convenient. Metro is also located below Kerry Center making accessibility so easy.
Con : Hotel need to improve on the quality of it's break fast spread. Room carpet may need to be replaced due to wear & tear.

Friends

6/10

Pleasant

07 Sep 2019

Verified traveler

Customer service needs major improvement

When we arrived at the hotel around 3pm, we were informed that the rooms were not available. However, the check in time was at 2 PM. They informed us that we needed to wait another two hours possibly, which would’ve made our check in time at 5 PM. That was the first stumbling block, coupling on top of that the receptionist at the front desk was not very helpful or professional in apologizing or suggesting a room upgrade at a discount price. It almost seems as if it was our fault for arriving at the hotel and booking them, and not as a proper guest of the hotel.

For a five-star facility, I was expecting great customer service and professionalism. Unfortunately some of these for fell short, I do not know if this is the result of Hangzhou culture, or the greater demographic of China, I was expecting the service to not be subpar, but of very high standards. Perhaps, it is because I am bilingual in Chinese and English, that they treated me as if I was from China, which I’m not as I showed them my passport abroad. In any case, as a frequent traveler, and as a gold member of hotels.com, this stay was not to my understanding of our five-star hotel should be run.

The room also had a stale and smoking smell, even though we requested a non-smoking room. The stay was barely satisfactory.

Friends_and_family Family

8/10

Excellent

14 Jul 2019

Verified traveler

I stayed in this hotel back in Oct last year, but this time it’s noisy with many children running around, and the hall way smells very damp with dehumidifiers maybe because of its raining season.... but the location is great with access to a shopping mall and to the subway, and the restaurants are excellent, too.

Business Self

8/10

Excellent

30 Apr 2019

Dave

Good location & extremely comfortable hotel

Excellent experience. Ideal location for visit to West Lake, short walk to main attractions & plenty of nearby restaurants. Hotel was excellent, comfortable & big enough to stretch out. Lovely shower/bath & excellent room service. Consierge service excellent - only slight downside was self service breakfast was a bit chaotic in sense was very busy & was constantly trying to avoid bumping into people. However, food options good.

Partner

10/10

Exceptional

17 Apr 2019

Verified traveler

quiet, just in the edge of Xixi westland, nice hotel and good staffs

Business

10/10

Exceptional

29 Mar 2019

Verified traveler

I liked everything , staff was very nice and helpful

Business Self

10/10

Exceptional

20 Mar 2019

Verified traveler

This is so far one of the best hotels that I have stayed in China with excellent service.

Business Self

10/10

Exceptional

13 Feb 2019

Verified traveler

Excellent staff at the Horizon lounge, attention to detail.

Leisure Family_with_children

10/10

Exceptional

09 Feb 2019

Verified traveler

Nice and clean

This hotel has a very good location. It connects with a big mall with many restaurants.

Partner

10/10

Exceptional

05 Feb 2019

Verified traveler

Very good location , staffs are nice, lobby and restaurant are beautiful. Breakfast not excellent

Partner

8/10

Excellent

02 Feb 2019

Yingjie Ella

Very good location

Very good location. Clean room and comfortable bed.

8/10

Excellent

01 Jan 2019

Xu

I took my mom to stay in this hotel and she had a nice experience.

Family

8/10

Excellent

26 Dec 2018

Jensen

Hotel is generally ok but we were disappointed by the view compared to what was described “Lake view” and I have to pay more for that!

Family

8/10

Excellent

15 Dec 2018

Cindy Hui Che

Great location!

The amenities and facilities in the room are not the top notch modern, however they are. sry practical. I really appreciate the extra railings in the bathroom for hanging towels and clothes. Room was clean and view was great too. I could see part of the West Lake. Location is superb. It’s a pity that we only discovered the night market on our 2nd last night. Overall stay was great although service can be better.

Family

10/10

Exceptional

10 Nov 2018

E

Nice hotel.
Located near west lake walking distance, and a mall just next to it. Breakfast was above average.
Thank you for arrangement.
Will come back again!

10/10

Exceptional

05 Nov 2018

ERICK

Nice food, close to Kerry centre where you can find everything you need.

10/10

Exceptional

03 Nov 2018

Andrew

Happy to return as great hotel

Great hotel with good bar and great UK band. Food excellent and all staff speak good English.

8/10

Excellent

18 Oct 2018

Mohamed

Nice and cozy place

Nice hotel but English skills of staff was lacking making it hard to communicate.

6/10

Pleasant

14 Sep 2018

Guo

Old and dated corridor to rooms with strong odor

Check-in staff service excellent . Room amenities lacking, no vanity pack , only one bath towel for a double occupants room . Corridor walkway to rooms have odor smell . Aircon in room noisy ! Not Shangri-La-la standard !

6/10

Pleasant

16 Aug 2018

Brandon

Rooms are great and beds are super comfortable. In room dining and “The Midtown” main restaurant are super disappointing for a Shangri-La hotel. Had two room service meals refunded because of cold food and the buffet downstairs was mediocre at best.

2/10

Poor

01 Aug 2018

Verified traveler

Three star Shangri-la property

Five star hotel without porter service when checking in; gym smelled like a dirty kitchen; shower stall tight with awkward door (almost got trapped in the shower); room service menu item arrived not as described (cinnamon banana honey oatmeal was missing cinnamon and banana); no razor in bathroom; towels felt thin; guest room floor hallways always had cleaning carts visible.

8/10

Excellent

01 Aug 2018

Daniel

Great hotel for business

Overall good hotel and I'll stay there again for business. Very helpful concierge service, especially for car service and heading to meetings. The Shangri-la is a nice hotel brand to continue using as I also stay with them in Hong Kong.

10/10

Exceptional

24 Jul 2018

Steve

Hangzhou jewel

Third time here. Staff is excellent at every turn. The surrounding area is great to stroll and explore. Did I mention it is still close to the West Lake?

2/10

Poor

14 Jul 2018

M

Bad amenity compared to Park Hyatt. Would never stay here ever again.

10/10

Exceptional

18 Jun 2018

Verified traveler

Smaller property but very comfortable and convenient to shopping. It’s connected to a mall which is good. Staff is friendly and hospitable. Room decor is nice and bed sheets very nice.

10/10

Exceptional

12 Jun 2018

Sandro

Hotels employees were very helpful and friendly. Service was provided quickly whether it was a show polish or laundry request.

10/10

Exceptional

01 Jun 2018

Nobu

good to stay at

staff members were all very friendly. conveniently located

10/10

Exceptional

30 Apr 2018

Verified traveler

Wonderful hotel. Breakfast was good, and all employees were professional. Especially John Yi, who was helpful at the Concierge desk and the front door.

10/10

Exceptional

14 Mar 2018

Verified traveler

This hotel has the best bed sheets that I’ve ever experienced. Room is clean and fresh. Would definitely stay here again.

10/10

Exceptional

08 Jan 2018

kjc

Couldn’t complain.

Very helpful staff. Room was clean, spacious and well furnished.

10/10

Exceptional

27 Dec 2017

JRuth

Excellent!

This location of this hotel is conveniently located in the center of the town. For a 10 minutes walk you able to reach Westlake and others shopping mall nearby. The staffs in the hotel are friendly and helpful. This is definitely a recommended hotel to stay in Hangzhou, Zhejiang,China!

10/10

Exceptional

27 Dec 2017

JRuth

Excellent!

This location of this hotel is conveniently located in the center of the town. For a 10 minutes walk you able to reach Westlake and others shopping mall nearby. The staffs in the hotel are friendly and helpful. This is definitely a recommended hotel to stay in Hangzhou, Zhejiang, China !

10/10

Exceptional

21 Nov 2017

Glenda

Comfort and relaxation.

Great weekend away in a wonderful, comfy room. The staff are super friendly and we had a wonderful time.

Partner

6/10

Pleasant

17 Nov 2017

Sonia

No 5 star hotel service at all

Reception counter took too long for the guest to chk-in. Cant feel any warmness n welcome from the any staff. Not 100% turn down service offered by the hotel ( curtain was not drawn n slippers were not placed beside e bed)

Partner

8/10

Excellent

10 Nov 2017

Connie

Comfort stay

Comfort stay

Family

10/10

Exceptional

02 Nov 2017

Harry

acceptablr

Family

8/10

Excellent

20 Sep 2017

Verified traveler

Good but for....

The hatdwate was excellent but software particularly staff efficiency needs improvement. Can expect progress over time as most staff were young and eager to learn.

Family

10/10

Exceptional

17 Sep 2017

Rakesh

Our stay was really good we were upgraded we had a very spacious room surprised at the space and it was very very comfortable and enjoyable .

10/10

Exceptional

04 Jul 2017

Verified traveler

This is a new hotel about 2 blocks away from west lake, very nice location surrounded by shopping and restaurants.

10/10